3 Entertainment jobs in Cape Town on Job Mail

The suitable and successful candidate will be responsible for leading and managing a team of Outbound Sales Consultants/Agents as per SLA. Product comprehension of sales and customer care coupled with proactive client interface ability would be critical functions for the role

• Team leadership and management
• Guide agents by demonstrating exceptional customer satisfaction
• Guide, coach and Determine training needs for staff.
• Communicate job expectations to Agents
• Harness agent’s potential to perform optimally
• Tailor recommendations to improve Consultants on reaching their targets.
• Monitor attendance, punctuality and leave of personnel
• Keep to date and abreast of industry trends industry trends
• Manage requests/escalations between different business units to solidify resolution outcomes
• Report on a regular basis on statistics, data, ratios, attrition, and terminations
• Examine and indicate areas of improvement for systems, policies and processes used and propose solutions
• Frequent monitoring of metrics, data and reporting on operational status
• Manage quality assurance
• Oversee the overtime process and monitor different shifts that are in place

Requirements

• Completed Matric
• A minimum of 3 years outbound management experience

Competencies

• Strong ability to manage a sales team
• Strong ability to empathise with customer
• Strong problem-solving skills
• Ability to resolve escalated customer issues
• Drive Sales

Head of Network Operations Centre

Location: Century City, Cape Town

Our client is proud to offer industry leading Customer Service, Risk/Fraud and Tech Development services to our international client base. Their expertise lies in delivering world class multilingual customer support 24/7, maintaining strict Risk/Fraud processes and developing state of the art technological designs and features. They hire experienced top talent people which enables them to offer exceptional business services, while enjoying a “work hard play hard” engaged environment.

Purpose of the Role

We are looking for a Head of NOC. The role involves hiring, managing, and training a team of NOC

operators working closely with Incident Managers and SRE and assisting Head of IT to help maintain

and support operations 24/7.

Key areas of responsibilities include

• Hire, develop, and retain highly responsive focused engineers to ensure the effective operation of the department.

• Evaluate technical skills of the team to ensure the is an appropriate level of expertise.

• Take responsibility for the day-to-day operation of the team, providing overall guidance and supervision.
• Develop and own the processes and procedures used by the team, based on best practice for the business and industry.
• Ensure that up-to-date technical documentation exists for process, procedures, troubleshooting and run books for the team.
• Implement and improve processes for monitoring/alerting, systems maintenance, and escalation.
• Develop key dashboards for transparency of reporting uptime and other metrics as identified.

• Handle escalations and manage support from different levels.

• Ensure NOC team have the right tools and access required to troubleshoot and resolve incidents. Working closely with SRE to build the tooling where required.
• Work with other teams to ensure that the tooling and processes around monitoring are fit for purpose.

• Managing Operators rosters ensuring we have 24/7 coverage.

• Help with the standardization and automation of monitoring across multiple environments.

• Conduct team reviews and be responsible for personal and career development of team members.

The ideal candidate for this role

• Prior experience in working in a 24/7/365 Network Operations Centre
• Experience of monitoring tools. DataDog runs all our monitoring.
• Skills working with both the cloud and physical datacentres
• Experience working with tools to help set up and manage on-call rotations and escalation. We use OpsGenie
• Understanding of metrics, logs and how to cross-relate them
• Excellent leadership qualities and demonstrated history of successfully leading teams
• Excellent skills in developing processes and procedures for client & In-house team
• Excellent oral communication skills, writing and presentation skills
• Able to analyze problems, issues & needs and provide robust but adaptable solutions which meet current and future requirements
• Capable of working under pressure/using own initiative with minimal supervision
• Team player, who contributes ideas and suggestions for imp

How we approach things

• Medium sized company with a start-up culture and a can-do ethos
• We focus on getting stuff done, not on management hierarchy
• Open-door policy across all levels and departments
• Inclusive environment with staff from all around the world

What we offer

• Training on the job
• Opportunity to progress within the company, not limited to one department or team
• Hardware allowance to make sure you have all the right tools to get the job done